HH/CALLCENTER_UI_IMPLEMENTATION_COMPLETE.md

Call Center UI Implementation - Complete

Overview

Complete UI implementation for call center staff to create and manage complaints and inquiries on behalf of patients and callers.

Implementation Date: December 31, 2025
Status: ✅ 100% Complete

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Features Implemented

1. Complaint Creation for Call Center

• URL: /callcenter/complaints/create/
• Features:
  • Patient search functionality (by MRN, name, phone, national ID)
  • Manual caller information entry
  • Hospital, department, and physician selection
  • Category and severity classification
  • SLA deadline automatic calculation
  • Call center interaction record creation
  • Audit logging

2. Inquiry Creation for Call Center

• URL: /callcenter/inquiries/create/
• Features:
  • Patient search functionality
  • Contact information entry
  • Category-based inquiry classification
  • Hospital and department selection
  • Call center interaction record creation
  • Audit logging

3. Complaint List View

• URL: /callcenter/complaints/
• Features:
  • Statistics dashboard (total, open, in progress, resolved)
  • Advanced filtering (status, severity, hospital)
  • Search functionality
  • Pagination
  • Direct link to complaint details

4. Inquiry List View

• URL: /callcenter/inquiries/
• Features:
  • Statistics dashboard (total, open, in progress, resolved)
  • Advanced filtering (status, category, hospital)
  • Search functionality
  • Pagination
  • Direct link to inquiry details

5. Success Pages

• Complaint success page with full details and next steps
• Inquiry success page with full details and next steps
• Quick action buttons for creating more or viewing lists

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Files Created/Modified

Backend Files

1. apps/callcenter/ui_views.py

New Views:

• create_complaint() - Create complaint from call center
• complaint_success() - Success page after complaint creation
• complaint_list() - List complaints created via call center
• create_inquiry() - Create inquiry from call center
• inquiry_success() - Success page after inquiry creation
• inquiry_list() - List inquiries created via call center
• get_departments_by_hospital() - AJAX helper for departments
• get_physicians_by_hospital() - AJAX helper for physicians
• search_patients() - AJAX helper for patient search

Key Features:

• RBAC (Role-Based Access Control) implementation
• Automatic call center interaction record creation
• Audit logging for all actions
• Patient search with multiple criteria
• Dynamic form population based on selections

2. apps/callcenter/urls.py

New URL Patterns:

# Complaints
path('complaints/', ui_views.complaint_list, name='complaint_list'),
path('complaints/create/', ui_views.create_complaint, name='create_complaint'),
path('complaints/<uuid:pk>/success/', ui_views.complaint_success, name='complaint_success'),

# Inquiries
path('inquiries/', ui_views.inquiry_list, name='inquiry_list'),
path('inquiries/create/', ui_views.create_inquiry, name='create_inquiry'),
path('inquiries/<uuid:pk>/success/', ui_views.inquiry_success, name='inquiry_success'),

# AJAX Helpers
path('ajax/departments/', ui_views.get_departments_by_hospital, name='ajax_departments'),
path('ajax/physicians/', ui_views.get_physicians_by_hospital, name='ajax_physicians'),
path('ajax/patients/', ui_views.search_patients, name='ajax_patients'),

Frontend Templates

1. templates/callcenter/complaint_form.html

Features:

• Patient search with real-time results
• Auto-fill caller information from patient data
• Hospital selection with dynamic department/physician loading
• Category and severity selection
• SLA information display
• Form validation
• Responsive design

JavaScript Functionality:

• AJAX patient search
• Dynamic department loading based on hospital
• Dynamic physician loading based on hospital
• Form validation
• Patient selection with visual feedback

2. templates/callcenter/inquiry_form.html

Features:

• Patient search with real-time results
• Contact information entry
• Hospital and department selection
• Category selection with descriptions
• Tips and guidelines
• Form validation
• Responsive design

JavaScript Functionality:

• AJAX patient search
• Dynamic department loading
• Form validation
• Patient selection with visual feedback

3. templates/callcenter/complaint_list.html

Features:

• Statistics cards (total, open, in progress, resolved)
• Advanced filters (search, status, severity, hospital)
• Responsive table with complaint details
• Badge indicators for status and severity
• Pagination
• Quick view action buttons

4. templates/callcenter/inquiry_list.html

Features:

• Statistics cards (total, open, in progress, resolved)
• Advanced filters (search, status, category, hospital)
• Responsive table with inquiry details
• Badge indicators for status
• Pagination
• Quick view action buttons

5. templates/callcenter/complaint_success.html

Features:

• Animated success icon
• Complete complaint details display
• SLA deadline information
• Next steps information
• Quick action buttons (view, create another, view list)

6. templates/callcenter/inquiry_success.html

Features:

• Animated success icon
• Complete inquiry details display
• Next steps information
• Quick action buttons (view, create another, view list)

---

Technical Implementation Details

Patient Search Functionality

// Real-time patient search with AJAX
- Search by: MRN, name, phone, national ID
- Minimum 2 characters required
- Hospital filtering support
- Visual selection feedback
- Auto-fill caller/contact information

Dynamic Form Loading

// Hospital selection triggers:
1. Load departments for selected hospital
2. Load physicians for selected hospital
3. Filter patient search by hospital

// AJAX endpoints:
- /callcenter/ajax/departments/?hospital_id={id}
- /callcenter/ajax/physicians/?hospital_id={id}
- /callcenter/ajax/patients/?q={query}&hospital_id={id}

Call Center Integration

# Automatic call center interaction creation
CallCenterInteraction.objects.create(
    patient_id=patient_id,
    caller_name=caller_name,
    caller_phone=caller_phone,
    caller_relationship=caller_relationship,
    hospital_id=hospital_id,
    agent=request.user,
    call_type='complaint' or 'inquiry',
    subject=title/subject,
    notes=description/message,
    metadata={...}
)

Audit Logging

# All actions are logged
AuditService.log_event(
    event_type='complaint_created' or 'inquiry_created',
    description=f"...",
    user=request.user,
    content_object=complaint/inquiry,
    metadata={...}
)

---

User Workflow

Creating a Complaint

1. Navigate to /callcenter/complaints/create/
2. Search for patient (optional) or enter caller details manually
3. Select hospital (required)
4. Select department and physician (optional)
5. Enter complaint title and description
6. Select category and subcategory
7. Set severity and priority
8. Submit form
9. View success page with complaint details
10. Choose next action (view, create another, or view list)

Creating an Inquiry

1. Navigate to /callcenter/inquiries/create/
2. Search for patient (optional) or enter contact details manually
3. Select hospital (required)
4. Select department (optional)
5. Select inquiry category
6. Enter subject and message
7. Submit form
8. View success page with inquiry details
9. Choose next action (view, create another, or view list)

---

RBAC (Role-Based Access Control)

Access Permissions

• PX Admin: Full access to all complaints and inquiries
• Hospital Admin: Access to their hospital's data only
• Department Manager: Access to their department's data only
• Call Center Staff: Access based on hospital assignment

Implementation

# Applied in all views
if user.is_px_admin():
    pass  # See all
elif user.hospital:
    queryset = queryset.filter(hospital=user.hospital)
else:
    queryset = queryset.none()

---

Data Flow

Complaint Creation Flow

User Input → Form Validation → Create Complaint
    ↓
Create CallCenterInteraction Record
    ↓
Log Audit Event
    ↓
Calculate SLA Deadline
    ↓
Redirect to Success Page

Inquiry Creation Flow

User Input → Form Validation → Create Inquiry
    ↓
Create CallCenterInteraction Record
    ↓
Log Audit Event
    ↓
Redirect to Success Page

---

Styling and UX

Design Principles

• Clean, modern interface
• Consistent with existing PX360 design
• Mobile-responsive
• Accessible (WCAG compliant)
• Clear visual hierarchy
• Intuitive navigation

Color Coding

• Complaints: Primary blue (#667eea)
• Inquiries: Info cyan (#17a2b8)
• Success: Green (#28a745)
• Warning: Yellow (#ffc107)
• Danger: Red (#dc3545)

Status Badges

• Open: Info blue
• In Progress: Warning yellow
• Resolved: Success green
• Closed: Secondary gray

Severity Badges

• Critical: Danger red
• High: Warning orange
• Medium: Warning yellow
• Low: Success green

---

Integration Points

1. Complaints App

• Uses Complaint model from apps.complaints.models
• Uses ComplaintSource.CALL_CENTER for source tracking
• Links to complaint detail view: /complaints/{id}/

2. Call Center App

• Creates CallCenterInteraction records
• Tracks agent performance
• Links interactions to complaints/inquiries

3. Organizations App

• Uses Hospital, Department, Physician models
• Uses Patient model for patient data
• Dynamic loading of organizational data

4. Audit System

• Uses AuditService from apps.core.services
• Logs all create actions
• Tracks user actions for compliance

---

Testing Checklist

Functional Testing

• ✅ Complaint creation with patient
• ✅ Complaint creation without patient (manual caller info)
• ✅ Inquiry creation with patient
• ✅ Inquiry creation without patient (manual contact info)
• ✅ Patient search functionality
• ✅ Dynamic department loading
• ✅ Dynamic physician loading
• ✅ Form validation
• ✅ Success page display
• ✅ List views with filters
• ✅ Pagination
• ✅ RBAC enforcement

UI/UX Testing

• ✅ Responsive design (mobile, tablet, desktop)
• ✅ Form field validation feedback
• ✅ Loading states
• ✅ Error handling
• ✅ Success animations
• ✅ Badge color coding
• ✅ Navigation flow

Integration Testing

• ✅ Call center interaction creation
• ✅ Audit logging
• ✅ SLA calculation
• ✅ Patient data retrieval
• ✅ Hospital/department/physician relationships

---

Performance Considerations

Database Optimization

• select_related() for foreign keys
• prefetch_related() for reverse relationships
• Indexed fields for filtering
• Pagination to limit query results

Frontend Optimization

• Debounced search input
• Lazy loading of departments/physicians
• Minimal AJAX requests
• Cached static assets

---

Security Measures

Input Validation

• Server-side validation for all inputs
• CSRF protection on all forms
• XSS prevention
• SQL injection prevention (Django ORM)

Access Control

• Login required for all views
• RBAC enforcement
• Hospital/department filtering
• Audit trail for all actions

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Future Enhancements

Potential Improvements

1. Real-time Notifications: WebSocket integration for real-time updates
2. Advanced Search: Elasticsearch integration for better search
3. Bulk Operations: Create multiple complaints/inquiries at once
4. Templates: Pre-defined templates for common complaints/inquiries
5. Voice Integration: Voice-to-text for faster data entry
6. Analytics Dashboard: Call center performance metrics
7. Export Functionality: Export complaints/inquiries to Excel/PDF
8. Mobile App: Native mobile app for call center staff

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Maintenance Notes

Regular Maintenance Tasks

1. Monitor call center interaction logs
2. Review audit logs for compliance
3. Update SLA configurations as needed
4. Review and update complaint/inquiry categories
5. Monitor performance metrics
6. Update documentation as features evolve

Troubleshooting

• Patient search not working: Check AJAX endpoint and hospital filter
• Departments not loading: Verify hospital selection and AJAX endpoint
• Form submission fails: Check required fields and validation
• RBAC issues: Verify user hospital assignment and permissions

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Conclusion

The call center UI implementation is 100% complete with all requested features:

✅ Complaint Creation: Full-featured form with patient search and dynamic loading
✅ Inquiry Creation: Full-featured form with contact management
✅ List Views: Comprehensive views with filtering and pagination
✅ Success Pages: Detailed confirmation pages with next steps
✅ AJAX Helpers: Real-time patient search and dynamic form loading
✅ Integration: Seamless integration with complaints, organizations, and audit systems
✅ UI/UX: Modern, responsive, and user-friendly interface
✅ Documentation: Complete documentation for maintenance and future development

The implementation follows Django best practices, maintains consistency with the existing PX360 codebase, and provides a robust foundation for call center operations.

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Implementation Complete: December 31, 2025
Developer: AI Assistant
Status: Ready for Production ✅